How "accessible design" jumped from the fifth to the top consumer priority—and why it now requires balancing inclusivity with exclusive perks
Insight
09 October 2025
Why access just leapfrogged from #5 to #1 in retail design
Designing for a new era of retail access
The brands winning today master both pillars simultaneously. They create spaces where everyone feels genuinely welcome while offering meaningful rewards to their most engaged customers. The ROI is undeniable: brands that intentionally design spaces, technology, and staff training with both inclusivity and exclusivity in mind are capturing new audiences, strengthening loyalty, and generating positive sentiment.
This formula—universal welcome plus personalized recognition—is exactly why accessibility has earned its #1 ranking. It's an equation that works because it honors both the collective and the individual, the democratic and the distinctive.
For brands ready to lead, the mandate is clear: Make shopping feel effortless and equitable, where everyone belongs from the moment they walk through the door—and your most loyal customers know they're valued. Brands that master this new formula for accessibility won't just participate in retail's evolution—they'll define it.
Download the summary report of Shifting Priorities in Retail Design for more insight into global consumers' shifting priorities. For a deeper dive by insight, region, sector, generation, or format, contact JLL Design’s Emily Miller at emilya.miller@jll.com for a complimentary custom report.